This unit applies to job roles in the personal injury management sector and may also be applied to other sectors of the financial services industry where maintaining databases of customer information and are not restricted by the Privacy Act.

ELEMENT

PERFORMANCE CRITERIA

1. Maintain records of customer interaction

1.1. Customer information is collected and checked with existing records

1.2. Records of customer interaction are kept up to date

1.3. Records of customer interaction maintained in accordance with organisation procedures and relevant legislation

2. Provide ongoing customer service

2.1. Previous interactions with customers are reviewed

2.2. Steps are taken to determine customer satisfaction with the product and/or service provided

2.3. Any problems are resolved or referred to relevant personnel

2.4. Areas where problems occur are recorded and information provided to management

3. Maintain regular communication with customers

3.1. Communication is based on information about customer needs

3.2. Effective regular communication is established with customers

3.3. Level of communication is appropriate to customer's requirements

4. Offer additional benefits to customers

4.1. Additional benefits are offered to customers based on analysis of customer records

4.2. Opportunities for relationship marketing, cross-product or service marketing, or additional product or service marketing opportunities are identified and acted upon or advised to relevant persons

4.3. Responses to customer requests are designed to maximise customer satisfaction

Required skills

highly developed communication skills to:

determine and confirm information, using questioning and active listening as required

written and verbal communication, including receiving feedback

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

access and update records electronically

use internet information

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

effective interpersonal skills

organisation skills, including the ability to plan and sequence work

analytical skills

negotiation skills

networking skills

Required knowledge

industry and organisation codes of practice, policy and operating procedures

current knowledge of organisation's products and services

databases and computer systems

relevant legislation

marketing and sales techniques

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

retain and enhance customer relationships through a range of organisation and interpersonal techniques, knowledge and skill

consider and adapt to any special needs of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisation policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Organisation procedures and relevant legislation may include:

anti-discrimination legislation

Consumer Credit Code

customer charter

industry codes of practice

Privacy Act.

Steps taken to determine customer satisfaction may include:

customer mail questionnaire

follow-up phone calls

phone questionnaire or survey.

Unit sector

Personal injury management

This unit contains employability skills.